Solved

Outlook Web Access "crashing" - users can't login

Posted on 2007-11-26
9
8,380 Views
Last Modified: 2008-02-01
I am running Exchange 2003 under Windows SBS 2003.  Many of our users use Outlook Web Access to access their mailboxes when not in the office.

In the last week or so OWA has stopped functioning twice.  Users see the login page, but when the enter their user name and password, the page just sits there for a while and then a "Page cannot be displayed" type error appears in the in browser.  The only way I know of to fix this is to reboot the server.  Everything else appears to work fine, including access to Exchange mailboxes using Outlook on PCs in the office, so I don't think it's a problem with the information store.  I really have no idea on even how to begin troubleshooting this problem, so I'd appreciate any help with the following items:

1.  Until I manage to solve this problem, is there a way to restart OWA without rebooting the server?  I mean, by restarting particular services?

2.  What might be causing this problem in the first place?  Is there something specific I should be looking for in the event logs, because at first glance, I didn't see anything that might be related to this problem.
0
Comment
Question by:I_play_with_DNA
9 Comments
 
LVL 13

Expert Comment

by:cshepfam
ID: 20349808
I'm sure this article will help you:


http://www.tek-tips.com/viewthread.cfm?qid=1081095&page=1
0
 

Author Comment

by:I_play_with_DNA
ID: 20354025
I didn't see anything in that link that really pertained to my situation.  The poster in that thread was having problems accessing OWA externally, but it was working internally.  In my case, it doesn't work at all (beyond the login screen).

Some further info.....when Outlook Web Access becomes available, people using mobile devices like the Palm Treo are unable to Sync with the server.  All clients in the office using Outlook work fine, as do folks coming in via VPN and using Outlook.

The only way for me to fix this for today was to reboot the server, but this is the second time this problem has occurred, so I'm sure it will happen again.  Any further ideas?
0
 
LVL 29

Expert Comment

by:Michael W
ID: 20359835
What service pack are you running for the Exchange 2003 portion?

You had stated your remote users are using Palm Treo with Exchange 2003. I found this thread about a possible fix. I will post a snippet of the thread with the 'fix' enclosed:

"MY issue is fixed. I was able to sync a Treo 700W and 700WX with exchange SP2 standalone server. I did have to bite the bullet and call Microsoft, but as it turns out, I knew the fix all along, just needed to tweak a few IIS settings. For anyone running Ex 2003 SP2, MS says you must implement KB817319. There is no way around this. Here are a few helpful steps:

You cannot upgrade Activesync on your PPC, only on your desktop PC (if you sync with a PC)

If you are having issues with certs like I was, you must export all (intermediate, root, etc) of your mail certs to a file and transfer them to the PPC. Then install them on the PPC.

Follow the steps (method 2) in 817319 exactly. make sure that you have unchecked SSL and unchecked enable anonymous access. Also make sure integrated windows authentication is checked. once you have done this right click on your newly created exchange-oma directory and choose browse. You should get an outlook web page. (assuming the account that you have logged into the server with has email). If you get this far, you should be able to sync.

Go to your PPC and delete all sync devices so you are sure to be working with a clean slate. In Activesync choose add server, type your mail server's web address and click to use SSL! finish the setup and it should sync. If you still get a cert error, go to your browser on your PPC and try to navigate to your company's webmail URL. see if you get a cert error there. If so, you did not load the certs or, you are missing a root or intermediate cert."

Cannot Sync a Palm Treo 700 WX with Exchange 2003 with SP2:
http://forums.microsoft.com/TechNet/ShowPost.aspx?PostID=1059259&SiteID=17

Another link discovered:
http://forums.microsoft.com/TechNet/ShowPost.aspx?PageIndex=1&SiteID=17&PageID=1&PostID=1059259
0
 
LVL 29

Expert Comment

by:Michael W
ID: 20359859
Also take a look at this link:

Exchange ActiveSync and Outlook Mobile Access errors occur when SSL or forms-based authentication is required for Exchange Server 2003

http://support.microsoft.com/kb/817379/en-us
0
Do email signature updates give you a headache?

Do you feel like all of your time is spent managing email signatures? Too busy to visit every user’s desk to make updates? Want high-quality HTML signatures on all devices, including on mobiles and Macs? Then, let Exclaimer solve all your email signature problems today!

 

Author Comment

by:I_play_with_DNA
ID: 20399334
mwecomputers:

The problem I have having is not with people using Palms (or any PDa) per se.  When OWA dies, it dies for everyone whether they're on a palm or on their home computer or company laptop.  I think the confusion was caused because of a typo in my previous post.  It should have said:

"Some further info.....when Outlook Web Access becomes UNavailable, people using mobile devices like the Palm Treo are unable to Sync with the server."  (unavailable instead of available)

Basically, when OWA is not working, no one has access to their exchange mailboxes except those in the office connecting via Outlook 2003 clients.
0
 

Author Comment

by:I_play_with_DNA
ID: 20478646
I'm still having this same problem, with users losing access to e-mail via Outlook Web Access approximately once every two days.  I've figured out that I can restore service by restarting IIS instead of just restarting the entire server.  Also, during an OWA outage, people using PDAs also seem to lose the ability to sync with the server.  All of this is restored by an IIS restart.

Below I've posted the warning and errors that I see occurring just before and during an outage.  Maybe these might help in diagnosing the probem, though so far I've had no luck.  Another piece of info that might be useful....This problem started around the time user Joe Smith got a new phone (some HTC model), running Windows Mobile and I'm not sure what version of ActiveSync.  I'm not sure if this is related to this problem or not.

*****

Event Type:      Warning
Event Source:      Server ActiveSync
Event Category:      None
Event ID:      3033
Date:            2007-12-15
Time:            1:58:37 PM
User:            OURDOMAIN\joe.smith
Computer:      OURSERVER
Description:
The average of the most recent [200] heartbeat intervals used by clients is less than or equal to [540].  Make sure that your firewall configuration is set to work correctly with Exchange ActiveSync and direct push technology. Specifically, make sure that your firewall is configured so that requests to Exchange ActiveSync do not expire before they have the opportunity to be processed.  For more information about how to configure firewall settings when using Exchange ActiveSync, see Microsoft Knowledge Base article 905013, "Enterprise Firewall Configuration for Exchange ActiveSync Direct Push Technology" (http://go.microsoft.com/fwlink/?linkid=3052&kbid=905013).

For more information, see Help and Support Center at http://go.microsoft.com/fwlink/events.asp.

*****

Event Type:      Error
Event Source:      MSExchangeIS Mailbox Store
Event Category:      Logons
Event ID:      1022
Date:            2007-12-15
Time:            2:45:07 PM
User:            N/A
Computer:      OURSERVER
Description:
Logon Failure on database "First Storage Group\Mailbox Store (OURSERVER)" - Windows 2000 account NT AUTHORITY\SYSTEM; mailbox /o=DNAGENOTEK/ou=first administrative group/cn=Recipients/cn=test.user.
Error: -2147221231

For more information, click http://www.microsoft.com/contentredirect.asp.

***** (The next error appears once the problem starts and repeats frequently during the outage)

Event Type:      Warning
Event Source:      Server ActiveSync
Event Category:      None
Event ID:      3007
Date:            2007-12-15
Time:            3:01:45 PM
User:            OURSERVER\joe.smith
Computer:      OURSERVER
Description:
Exchange mailbox Server response timeout: Server: [ourserver.OURDOMAIN.local] User: [joe.smith@ourdomain.com]. Exchange ActiveSync Server failed to communicate with the Exchange mailbox server in a timely manner. Verify that the Exchange mailbox Server is working correctly and is not overloaded.

For more information, see Help and Support Center at http://go.microsoft.com/fwlink/events.asp.

*****(Same error for another user with a Palm Treo 700p)

Event Type:      Warning
Event Source:      Server ActiveSync
Event Category:      None
Event ID:      3007
Date:            2007-12-15
Time:            3:11:32 PM
User:            OURDOMAIN\jeff.jones
Computer:      OURSERVER
Description:
Exchange mailbox Server response timeout: Server: [ourserver.OURDOMAIN.local] User: [jeff.jones@ourdomain.com]. Exchange ActiveSync Server failed to communicate with the Exchange mailbox server in a timely manner. Verify that the Exchange mailbox Server is working correctly and is not overloaded.

For more information, see Help and Support Center at http://go.microsoft.com/fwlink/events.asp.

*****(This one is front the system event log)

Event Type:      Warning
Event Source:      W3SVC
Event Category:      None
Event ID:      1013
Date:            2007-12-15
Time:            2:55:59 PM
User:            N/A
Computer:      OUSERVER
Description:
A process serving application pool 'ExchangeApplicationPool' exceeded time limits during shut down. The process id was '8740'.

For more information, see Help and Support Center at http://go.microsoft.com/fwlink/events.asp.

****

Any help would be appreciated.


0
 

Accepted Solution

by:
I_play_with_DNA earned 0 total points
ID: 20586044
I managed to find an acceptable solution to this problem.  I noticed in the logs that the problem was occurring every 29 hours, almost exactly.  It turns out that the setting "Recycle worker process" under the ExchangeApplicationPool properties in IIS Manager was set to 1740 minutes (9 hours).  It appears that, for reasons still unknown, the recycle was failing thereby leaving the application non-functional until IIS was restarted.  I unchecked the "Recycle worker process" setting and the problem has disappeared.
0
 
LVL 1

Expert Comment

by:Vee_Mod
ID: 20620333
Closed, 500 points refunded.
Vee_Mod
Community Support Moderator
0

Featured Post

Want to promote your upcoming event?

Are you going to an event? Are you going to be exhibiting at a tradeshow? Talking at a conference? Using a promotional banner in your email signature ensures that your organization’s most important contacts stay in the know and can potentially spread the word about the event.

Join & Write a Comment

Utilizing an array to gracefully append to a list of EmailAddresses
This process describes the steps required to Import and Export data from and to .pst files using Exchange 2010. We can use these steps to export data from a user to a .pst file, import data back to the same or a different user, or even import data t…
In this video we show how to create a Shared Mailbox in Exchange 2013. We show this process by using the Exchange Admin Center. Log into Exchange Admin Center.: First we need to log into the Exchange Admin Center. Navigate to the Recipients >> Sha…
In this Micro Video tutorial you will learn the basics about Database Availability Groups and How to configure one using a live Exchange Server Environment. The video tutorial explains the basics of the Exchange server Database Availability grou…

743 members asked questions and received personalized solutions in the past 7 days.

Join the community of 500,000 technology professionals and ask your questions.

Join & Ask a Question

Need Help in Real-Time?

Connect with top rated Experts

12 Experts available now in Live!

Get 1:1 Help Now